ConnectWise CRM Integration

Introduction

3CX provides integration with ConnectWise via the 3CX API for CRM with the following features:

  • Caller ID to Contact Name – inbound calls trigger a ConnectWise contact lookup.
  • Contact Lookup in ConnectWise based on Name, Number or Email if you search for a name in the 3CX Webclient
  • Call & Chat Journalling – calls and chats are logged in the ConnectWise Contact Card as CRM call activities or notes.
  • Create a new ConnectWise contact from the 3CX client for calls from new numbers.
  • Click to Call – launch calls straight from ConnectWise via 3CX, using the 3CX Click2Call Browser extensions for Google Chrome and Microsoft Edge.

Step 1: Configure ConnectWise

ConnectWise configuration - Add Admin

  1. Login to your ConnectWise account, click on the user avatar on the top right corner and select “My Account” from the dropdown.
  2. Click on the “API Keys” tab and press the  “+” button. In the Description field enter a description, e.g. “3CX Connectwise CRM Integration” and save.

  1. The generated public and private keys are displayed only once, so ensure they are safely saved immediately.
  2. In order for contact lookup to work properly, you need to ensure that the Setup Tables are properly configured:
  1. Go to “System” > “Setup Tables”.
  2. Search for the category “Contacts”, and then click on “Communication Type”.
  3. 3CX will try to match the following fields, if your installation uses different names, you should adjust them so 3CX can match those numbers. Ensure that the fields of type Phone or Fax are:
  1. Cell
  2. Direct
  3. Fax
  4. Fax/Home
  5. Home
  6. Pager

Step 2: Configure 3CX

  1. Login to the 3CX Management Console and go to “Settings” > “CRM Integration” > “Server Side” tab.
  2. Select connectWise from the dropdown list.
  3. Fill in the “Company Name” with your unique company ID for ConnectWise.
  4. Fill in the “Public Key” and “Private Key” fields with the respective keys you generated previously.
  5. In the “Domain” field, enter the portal URL you use to log in to ConnectWise, i.e.
    staging.connectwisedev.com
    .
  6. If you want to enable contact creation from the 3CX client, check this option. When the caller’s number can’t be matched to a contact, the 3CX client will let the user create the contact by filling the details in a dialog.

Step 3: Configure Call & Chat Journaling

Call Journaling options for ConnectWise integration with 3CX.

  1. To journal calls and chats to ConnectWise, the email address configured for the 3CX extension must match the email address of a ConnectWise member.
  2. Check the “Enable Call Journaling” checkbox and configure these parameters:
  • “Create Activity or Note”: The CRM entity to create for the call, i.e. Activity / Note. When selecting Activity, the call is created as a calendar entry, and the CRM adds by default a 15 minutes reminder.
  • “Subject”: The subject of the call.
  • “Answered Inbound Call”: Description for answered inbound calls.
  • “Missed Call”: Description for missed calls.
  • “Answered Outbound Call”: Description for answered outbound calls.
  • “Unanswered Outbound Call”: Description for unanswered outbound calls.
  1. Please note that you can use variables in the “Call Journaling” parameters, denoted as
    [variable_name]
    , e.g. the external number is specified as
    [Number]
    . The available variables to use are listed
    here.

  1. To report chats to the CRM, check the “Enable Chat Journaling” checkbox and configure these parameters:
  • Create Activity or Note: The CRM entity to create for the chat session, i.e. Activity / Note. When selecting Activity, the chat session is created as a calendar entry, and the CRM adds by default a 15 minutes reminder.
  • Subject: The subject of the chat session.
  1. Please note that you can use variables in the “Chat Journaling” parameters, denoted as
    [variable_name]
    , e.g. the external number is specified as
    [Number]
    . The available variables to use are listed
    here.

See Also

Last Updated

This document was last updated on 23 September  2023

https://www.3cx.com/docs/pbx-crm-integration-connectwise/ 

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